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Get set up and use the Spark Voicemail App

Find out how to set up and use the Spark Voicemail App.

Get set up

Get started by downloading the Spark Voicemail App onto your iOS or Android device.

Once the app is downloaded, there are a few steps to start using the app

  1. As a first time user, you get a FREE 7-day trial. As part of downloading the app you can select this, or the monthly or annual payment options.
  2. Press the Get Started button at the bottom of the welcome screen.
  3. Enter your mobile number so an activation code can be sent.
  4. Enter the activation code on the screen.
  5. Press the Activate Spark Voicemail button then an 'Activation successful' message will appear.
  6. Press the Accept button to agree to the Terms of Service displayed.
  7. Press the Start Tutorial button. You can skip the tutorial on the next screen.
  8. A message will appear on screen telling you 'You're all set'. Press Next to set up the final step of call forwarding.
  9. Press Call to activate call forwarding.
  10. Press Allow to accept any permissions that appear during the rest of this process.
  11. Press Call to set up the call forwarding. A message saying 'Call forwarding conditionally. Registration was successful' appears.
  12. Press OK.
  13. Press Finish, you're ready to go!

To use Spark Voicemail, if you did not do this as part of the initial set up, follow the instructions below.

For  Android mobiles:

  1. Open the app.
  2. Select the hamburger icon at the top left of the screen.
  3. Press the Voicemail Set Up button.
  4. Press the Activate Call forwarding button.
  5. Press Call to set up the call forwarding. A message saying 'Call forwarding conditionally. Registration was successful.' appears.
  6. Press OK.

For Apple mobiles:

  1. Open the app.
  2. Select the three dots at the top right of the screen.
  3. Press Manage Call Forwarding settings.
  4. Press the Call to Activate Call Forwarding button.
  5. Press Call (**0004+XXXXXXX).
  6. Press Yes to acknowledge Call Forwarding was set up.
  7. Press Finish to complete.

Note:

Selecting to call the number provided instructs the mobile network to forward your voicemails to your Spark Voicemail app. There's no charge to set it up or use, this is just setting up the network, it's safe and you can undo it at any time in the app.

If needed, you can reverse this by selecting Disable Voicemail in the same menu after you have activated the setting.

Use voicemail app

Spark Voicemail is simple and intuitive to use. There's also a tutorial available within the app. To access this:

For Android mobiles:

  1. Select the hamburger icon at the top left of the main screen.
  2. Press Tutorial

For Apple mobiles:

  1. Select the three dots at the top right of the main screen.
  2. Press Tutorial

Personalising your greeting reassures callers they have reached the right person or number. They're more likely to leave a message and it’s easy to set up.

You can change the custom voicemail as many times as you like. Change it when you’re on holiday, on special occasions or seasons, or if you’d like to keep things fresh.

To personalise your voicemail greeting follow the steps below.

For Android mobiles:

  1. Open the app.
  2. Select the hamburger icon at the top left of the screen.
  3. Select My Personal Greeting.
  4. Press Custom.
  5. Enable any permissions requested by the app, for example, Enable Mic.
  6. Press Record to record your voicemail then Finish at the end of the greeting.
  7. Don’t forget to Save your greeting when you finish. 

For Apple mobiles:

  1. Open the app.
  2. Select the three dots at the top right of the screen.
  3. Select Setup greeting.
  4. Press Custom.
  5. Select Record to record your greeting, then press stop at the end of your message.
  6. Press Save.

Handy tip: In your greeting, you can let the callers know that the “Voice message will be delivered immediately to the phone”. They'll likely leave a message and saves both parties from having to call again or send a text.

Frequently asked questions

How do I get this?
The app is available on the App Store for iOS and Google Play Store for Android. If you receive a text message from Spark inviting you to the early release of the app, it will also include a link to download the app.

Please note: 

  • The Spark Voicemail App is currently unavailable for Spark Prepaid plans.
  • The app is not suitable on Apple watch, with its own number, on the Spark One Number Wearable Plan.  This may become available in the future.

What does ‘Unlock on launch’ mean?
This option will ask you for your device security infomation each time you open the app. This is off by default, but if turned on provides an increased level of security so that anyone who may pick up your phone cannot simply open your voicemails.

Does the app support Dark or Night mode?
Yes, the app has built-in support for both Apple’s dark mode and Android’s night/dark mode.

What is ‘Dark mode always-on’?
This feature enables the app to remain in dark mode, regardless if your iOS or Android device is set to light or dark/night mode. This is useful if you like the darker scheme but don’t want it on for all your apps, of if your device does not support dark/night mode.

How do I turn on/off missed calls notifications?
In the Spark Voicemail app, go to Settings > Voicemail preferences, select Enable missed call to turn this feature on or off.

What does Group voicemails by caller do?
When ‘Group voicemails by caller’ is active, all voicemails from the same caller will be grouped together. To access their voicemails, select the caller’s name and open the voicemail you wish to review. When off, voicemails are shown individually in chronological order - organised by latest date received (newest shows first).

What does ‘Show transcriptions in main view’ mean?
When ‘Show transcription in main view’ is on, you'll see a preview of the first part of the transcription text in the voicemail screen.  When off, you'll see just the caller name or phone number and the type of number they called from – Mobile, Home, Work etc.

What does show button labels do?
When ‘Show button labels’ is active, button labels will appear in the voicemail dialog.

How do I use the email notifications option and what does ‘filter contacts’ do?
When ‘Email Notifications’ is active, you can define up to two email addresses that will also get a copy of new voicemail messages.  This can be useful if, for example, you're on holiday and have your assistant monitoring any messages left, or you're travelling and would like your assistant at the main office to respond to voicemails.

The ‘filter contacts’ feature acts as an exception list; any contacts you add here will NOT have their voicemails forwarded by email. This is useful, for example, with voicemails from close family or friends that you may not want to be sent to your assistant.

The transcription is not always correct, why is that?
Transcription uses audio from the voicemails, processed through a vast cloud-based Audio-to-Text processing engine. In some circumstances some words may be transcribed incorrectly due to how the caller pronounces a word, the level of background noise or if the name or word is unknown. Our testing feedback showed that customers find transcriptions useful even when they contain the odd error. This will improve over time as more customers use the service.

How long are the messages kept?
Messages are kept for as long as you keep them on your device. At this time there is no expiry or automatic deletion of old messages or messages you have in your ‘Recently deleted’ folder.

It's up to you to manage how long you keep them. In the future we may introduce a time period where messages in the recently deleted folder are automatically deleted after three months.

I have a voicemail that I want to keep permanently, how can I do that?
If you have a message that you want to keep for the long-term, we suggest that you use the app’s ‘Share’ option for that specific voicemail and save or send it by any means available and convenient to you.

I have deleted a voicemail that I really needed; how can I get it back?
When you first delete a voicemail, it's stored in the app’s ‘Recently deleted’ folder, accessible from settings - you can recover the voicemail from this menu. If you have deleted it twice, both from 'My Voicemails' and 'Recently Deleted', your voicemail cannot be recovered.

I forgot some of the features, can I see how they work again?
You can view the tutorial again from the app’s  Settings menu. This will take you through its various views and provide an overview of the functionality available.

What does ‘transcription pending’ mean?
‘Transcription pending’ means that the voicemail’s audio has arrived on your device - so you can press play and listen - but its transcription wording is still in the process of being generated. It will arrive shortly. 

Is there a limit on the number of messages that can be stored?
In general, there is no limit, but practically each message does take up some space on your device, so it will use and is limited by your phone’s storage. We have tested storing an excess of 300 messages with no issues.

I have accidentally reset/changed my diversions – how do I get it back to the right voicemail number?
You can reactivate your diversion by going into the Spark Voicemail app, see steps below:
For Android mobiles:
Select settings > Voicemail Setup > Activate Call Forwarding. Select Call when prompted.
For iOS mobiles:
Select Settings > Manage call forwarding settings > Activate Call Forwarding. Select Call when prompted.
If ‘Deactivate call forwarding’ is shown, you can proceed to ‘Deactivate’ and follow the instructions above to ‘Reactivate’. This will reset to the correct Network Diversion number.

I don’t want to use the app anymore, how do I go back to receiving voicemails?
If you no longer want to use the Spark Voicemail app, either at the end of the trial or at any other time, you'll need to stop call forwarding to the app. See steps below:
Go to Settings > Voicemail Setup > Deactivate call forwarding.

This will reset your voicemail to the previous voicemail solution. You can now cancel your Spark Voicemail subscription by opening your App Store’s or Google Play Store’s subscription management screen. Or via the Spark Voicemail's app:
Settings > My Subscription > Manage subscription to cancel your subscription.

The voicemails you had in the app will remain there until the app is uninstalled. They will not be available on your previous voicemail solution. New callers leaving a message will now go to your voicemail box. You may want to check the setup for this by calling 083210 and following the prompts.

What does the app cost?
The app is available on a free 7-day trial period, so you can experience its benefits over the traditional dial-in voicemail access method. When you download the app, you’ll be presented with the following options to choose from:

  • Free 7-day trial, continue with $3.99 monthly plan
  • Free 7-day trial, continue with $39.99 12-month plan

No charge if you cancel prior to the end of the 7-day trial period. Full terms and conditions are available in the app.

Can I change from a monthly to the annual subscription?
You can change your subscription from the subscription management screens in the Apple App Store or Google Play Store.

Or within the app, go to > Settings > My Subscription > Manage subscriptions.

Why is Spark charging for this, shouldn't this be free?
The Spark Voicemail app is enterprise grade and fully supported by all of Spark's customer care channels. It provides a substantial improvement over the current dial-in method for customers who receive a significant number of voicemails.

We hope this provides tangible time savings and real-time voicemail delivery that are key to helping you manage your time. Along with some very nice new features like Audio-to-Text transcription, email notifications of voicemails, urgency indication, and sharing options,  you'll see that the small monthly or annual fee is well worth it.

Can I bill this to my Spark account?
At this stage billing to a Spark account is only available where there are more than 20 mobile connections with the same company/account requiring the app.  Please contact Spark to discuss this billing option via the Chat option on the Voicemail app page. Go to chat

The subscription I selected seems to have billed me more than once?
Contact us and advise this has happened. Although billing is managed by the Apple App Store and Google Play Store, we will help sort this for you. Contact: 123 or 126 for Business  or chat with us. Go to chat

I cancelled part way through the subscription period, but I didn’t get any refund?
The subscription you pay is for the full period and is not partially refundable. This is described as part of the information in the App Store and Google Play Store when you download an app.

Does it cost to access messages? Will I be charged anything extra on top of the subscription?
No, there is no other cost to use the app or access the voicemails that are sent to your device. The network diversion number is free, so won't come off any call allowance you have. The voicemail delivery uses a very small amount of data, at this stage it will consume that from your data allowance for example, 1KB per message.

Why do I get a message ‘Sorry you are not eligible for this’ when I try and activate the app?
Currently, the Spark Voicemail App is available on an invite only basis. If you would like an invitation, please register your information on our Voicemail page, and Spark will work to include you in our next round of invitations. Register for Spark Voicemail App

I didn’t receive the SMS code?
Return to the Activate screen by selecting ‘Back’ on the ‘Enter Activation Code’ screen, or close the app, and reopen it. Enter your Spark mobile phone number to request another SMS activation code. For security reasons, you can only request five SMS activation codes in an hour.

I put in the wrong mobile number upon activation, how can I start again?
The activate screen will wait until the SMS activation code is entered, unless you leave.  Re-enter the correct Spark mobile phone number and activate again. You may uninstall then reinstall the app on your device and run through the install process again.

My contact's name or picture are not showing, just the calling number, how do I fix that?
To see your contact's names and photos in the app, you need to allow the app access/permission to access your contacts on your mobile. This enables the app to associate your contact information with the number calling.

To grant contact access to the Spark Voicemail app, find the Spark Voicemail app in your device’s system settings (the Settings app) and allow it to access contacts in permissions. Refer to steps below:

For Android mobiles: Open the Settings app > apps > Spark Voicemail > permissions > turn on contacts, microphone, telephone. To enable all the app’s features.

For iOS mobiles: Open the Settings app > Spark Voicemail > turn on contacts, microphone, speech and recognition. To enable all the app’s features.

The app is frozen (or some other fault) – who can I contact for help?
Select the chat icon from the Voicemail page. Go to chat

What does ‘Unlock on launch’ mean?
When ‘Unlock on launch’ is active, your device will ask you to unlock the app every time you open it. This feature is off by default, but if active, provides an increased level of security so that anyone who may pick up your phone cannot simply open your voicemails.

I have changed my device, can I reinstall the app? What happens to my voicemails?
If you change devices, follow the steps below:

  1. The app will NOT download your current custom greeting and old voicemails to your new device, you'll need to record a new custom greeting and save important voicemails from the ‘share’ feature.
  2. Delete Spark Voicemail from your old device.
  3. Install and activate the app on your new device.

Where is my voicemail stored?
For this early release voicemails are stored in a cloud hosted data centre that is fully encrypted and secure. This may be offshore based on storage requirements to manage the service. If your company policy does not permit offshore storage of data, then we suggest you do not use the Spark Voicemail app.

My mobile is with another provider can I get on the trial?
If you move your number to Spark, we can provide an option to join the early trial group if you're on a Spark mobile Pay Monthly plan. We can only arrange for this after you connect with Spark. You can arrange this with our customer service team via chat or calling 123, or 126 for Business. Then register your interest in this trial.

What if my mobile number has changed?
Contact us via chat to confirm your new number. The app will then need to be deleted and reinstalled once the number has changed. Remember to ‘share’ via your  preferred option any voicemails you want to keep as the app will need to be uninstalled then reinstalled. This will re-associate the app with the new number.

There are other free voicemail transcription services around – what’s so good about this?
You are right, there are free apps that offer a similar service. In most cases though, they limit the number of free messages you can access or have transcriptions for before buying. Or, they have ads running that you have to dismiss or read before accessing your voicemail, and then suggest a premium app version that allows for more content or no ads.

Spark has created an enterprise-level app that is fully secure, providing full access with no ads or other content, and offers access to Spark’s channel and assure support. The app also works natively in our network to manage how your callers are diverted to this service.

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